Francia Toro
Melbourne,VIC
Summary
To be part of an environment that provides clear direction, where I am encouraged and motivated to welcome challenges and contribute my knowledge, experience and skills, as well as taking the opportunity to learn from others in order to achieve the goals of the organisation. Highly motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
24
24
years of professional experience
Work History
Commercial and Support Specialist
Energy Australia
12.2020 - Current
- Key interface for C&I to the Regulatory and Compliance team providing subject matter expertise and coordinating remediation of breaches
- Management of identified SME compliance breaches to ensure they are resolved
- Perform audit of sales processes as per requirements from Risk and Audit team
- Support for Environmental Exemptions
- Quality Assurance of sales process, in particular checking of pricing and contracts for each sale to ensure adherence to risk policies and accuracy of all contract terms
- Responsible for Energy contract assurance and account set up for billing
- Active tracking and management of the sales opportunities through the pipeline from prospect through to sales or lost opportunity, including investigation and proactive resolution of issues working with the sales team
- Support for sales campaigns working closely with the sales team
- Provision of tender support to sales teams including data preparation for pricing
- Management of outsource vendor, Concentrix, who perform sales admin functions
- Investigation and resolution of complex sales and contract disputes, including working with the ombudsmen team on ombudsmen cases
- Tracking and driving the resolution of unknown consumer and long unbilled accounts working with Customer Care
- Management and tracking of Default accounts
- Key achievements: Refined the task process for Concentrix to reduce the amount of time required by C&SS to retrieve information for reporting
- Auto Renewal Campaign I created the mail merge process via Outlook rather than via paper and post
- Mars Australia Pty Non-Load following Progressive Purchase contract
- Set up the manual process to accommodate the bespoke arrangement to allocate the Swap adjustment across nominated NSW sites
- Tested and delivered the process to trigger sites with DMA’s to align with the defined logic for integration to reduce the number of failed triggers
- Managed escalations and troubleshooting of integration issues using Python and the BI Team
- Created a Bulk process to create and change Head Office and Account numbers in SAP
- Created reports in B1 for the team to QA contracts with multiple sites, and mass update into B1
- Involved in the development of the BOT Robbie
- Initiated the creation of the Monthly Admin Charge rate card to bill customers as per the Progressive Purchasing Non-Load Following contracts
- Involved in the testing of the automation between the PP Portal and TIDE
- Created a monthly process to mitigate invoice errors for Progressive Purchasing accounts.
Business Client Services Consultant
Energy Australia
10.2012 - 09.2019
- Keeping customer and related data up to date across the key systems and databases
- Updating Distributor and regulated gas and/or electricity prices, values and tariffs on Energy Australia's billing systems
- Assisting with the registration and set up of customers for billing and provide support to account managers and customers through the contract term
- Resolving complex customer, billing or other issues that affect billing and revenue
- Providing reporting and analysis including audit and reconciliation to ensure all customers are billed correctly and timely
- Ensuring end to end processes and controls are followed
- Assisting with other key business functions including debt management, General projects including IT projects and system updates
- Undertaking these functions with an emphasis on quality of information and analysis
- Driving a process of continuous improvement in practices and outputs
- Developing and fostering close working relationships within the business to facilitate accurate and timely flow of information.
BSG Account Manager/Sales Executive
TRUenergy/Energy Australia
04.2011 - 09.2012
- Retain and acquire profitable customers at agreed target or greater
- Handle customer objections and complaints
- Ensure delivery of contract services leading to improved relationships and customer loyalty
- Drive and grow strong relationships with customers and stakeholders
- Deal with escalated Billing and Credit issues to optimise revenue and profit
- Management support and reporting
- Maintain sales database timely and accurately
- Develop and implement strategic plans and projects to meet business objectives
- Drive quality and innovation across the team
- Play an active and supportive role as a member of business segment team
- Developed training procedure manuals
- Developed training matrix
- Involved in B1 pilot and testing.
Contracts Administrator
TRUenergy
10.2010 - 02.2011
- Review contracts in line with agreements
- Resolve contract discrepancies
- Train and manage other temporary staff
- Management reporting
- Maintain a centralised register of contracts ensure they stored and kept in line with security and compliance requirements
- Check the value of the contract and ensure appropriate sign off in line with the Risk Policy
- Mail contracts to customers and follow up on the receipt of a final approved document within a timely manner
- Liaising and building relationships with internal and external stakeholders
- Manage the end to end process of ‘Backlog' project.
Business Services Manager
Macutex Pty Ltd
03.2009 - 09.2010
- Project Administration
- Office operations
- Training staff
- Implementing processes and procedures
- Attend client meetings
- Organise staff meetings
- Organise travel for staff
- Liaising and building relationships with internal and external stakeholders
- Business marketing, sales support
- Assistant to the Managing Director
- Point of contact for account enquiries
- Resource Management
- Marketing and Web design assistant
- Recruitment and selection of Temporary/Permanent staff
- Place advertisements online
- Interview candidates on a one on one basis
- Screening, interviewing and selection of candidates for shortlist – Permanent Roles.
Operations Co-ordinator
Australian Essential Services Compliance Pty Ltd
01.2005 - 02.2009
- Account management - strong customer relationships with clients
- Managing projects
- Attend customer meetings
- Implementing processes and procedures
- Dispute resolution and problem solving
- Assisting on Developing In house System
- Training Staff
- Training Clients on In house System
- Managing Staff
- On-call After-hours
- Client Presentations
- Preparing financial reports
- Portfolio Management
- Staff recruitment
- Implemented and ran the operation of the Help desk in Malaysia.
Helpdesk Team Leader
Australian Essential Services Compliance Pty Ltd
01.2003 - 01.2005
- Training of staff and clients on the use of a custom written information system
- Continuous training and supervision of staff on client and work procedures
- Authored client and staff procedure manuals
- Monthly management reports for clients
- Ensure staff are meeting daily requirements, targets and KPI's
- Handling conflict and disputes between staff, colleagues and clients
- Creating access for staff and clients for the use of the custom written information system
- Working in conjunction with Auditors and other departments within the company
- Building customer client relationships
- Development of staff and business action plans
- Co-ordinating and organising staff site visits
- Conducted monthly staff meetings
- Communicated any procedural changes to staff and fellow colleagues
- Audit invoicing
- Report issues, enhancements, concepts, changes, potential new implementations to the Operations Manager
- On call after-hours.
Helpdesk Operator Repairs and Maintenance Helpdesk
Australian Essential Services Compliance Pty Ltd
01.2001 - 01.2003
- Answering incoming calls
- Making outbound calls
- Data Entry
- Liaising with clients and contractors
- Coordinating contractors nationally
- Logging calls maintenance calls
- Managing Reactive and Preventative maintenance
- Following up calls
- Data maintenance
- On call after-hours.
Skills
- Communication
- Quality service
- Professional excellence
- Enthusiasm
- Problem solving
- Conflict management
- Management reporting
- Learning information systems
- Problem-solving aptitude
- Adaptability
- Adherence to company policy
- Time management
- Organisational skills
- Fluent in Spanish
- Teamwork and Collaboration
- Continuous Improvement
- Adaptability and Flexibility
- Relationship Building
Personal Qualities
- Accountability
- Integrity
- Honest and reliable
- Ethical
- Self motivated
- Enthusiastic and focused
- Drive and determination to achieve goals
- Ability to work autonomously and in a team environment
- Mentoring and motivating others
References
Upon request
Hobbies and Interests
- Travelling
- Personal development
- Fitness
- Meeting people
- Dancing
- Listening to music
Timeline
Commercial and Support Specialist
Energy Australia
12.2020 - Current
Business Client Services Consultant
Energy Australia
10.2012 - 09.2019
BSG Account Manager/Sales Executive
TRUenergy/Energy Australia
04.2011 - 09.2012
Contracts Administrator
TRUenergy
10.2010 - 02.2011
Business Services Manager
Macutex Pty Ltd
03.2009 - 09.2010
Operations Co-ordinator
Australian Essential Services Compliance Pty Ltd
01.2005 - 02.2009
Helpdesk Team Leader
Australian Essential Services Compliance Pty Ltd
01.2003 - 01.2005
Helpdesk Operator Repairs and Maintenance Helpdesk
Australian Essential Services Compliance Pty Ltd
01.2001 - 01.2003
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